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Sage CRM provides a solid
foundation for growth at
Rockend
Sage CRM
Customer Success
implementation, support, their customer
website and sales and marketing.
John Goddard, CEO for Rockend
comments, “We had islands of
information throughout the organization
which is extremely frustrating in any
business. There were issues of system
responsiveness, ease and speed of
reporting and information having to be
entered multiple times due to
applications not communicating with
each other. As a team we recognised
that we needed to address these
technology issues before our growth
impacted our ability to support
customers.”
Rockend is a Sydney-based software
provider specializing in property and
strata management applications for real
estate and body corporate businesses.
The core functions of the company
include system development, marketing,
sales, software implementation, training
and client support.
The ongoing challenge to deliver
outstanding customer support is an
important feature of Rockend’s
success. From a small beginning in
1979, selling directly to property
professionals, Rockend now supports
over 3,600 businesses employing more
than 14,000 property and strata
management users located throughout
Australia and New Zealand.
The challenge
With continuing growth, Rockend was
managing five different systems which
did not communicate with each other.
They used HEAT from Frontrange for
their help desk and call center; Sybiz for
accounting; and a range of disparate
hosted systems for project
Customer
Rockend Software
Industry
IT/Computer Software
Location
Sydney, Australia
Solution
Sage 300 ERP,
Sage CRM
automating the online ordering process.
Rockend also use Sage eMarketing for
Sage CRM to produce increasingly
targeted and intelligent campaigns
based on audience preferences and
interest.
Results
The new solution gives everyone within
the organization a complete view of
customers and the business. This in
turn enables faster and more informed
decision making, and it’s made the
company more efficient.
Challenge
With continuing growth, Rockend was
managing five different systems which
did not communicate with each other.
These disparate legacy systems were
hindering efficiency and future growth.
It needed an integrated system that
would increase process efficiency and
give everyone a single complete view of
the customer.
Solution
An integrated Sage 300 ERP and Sage
CRM solution was implemented to
provide key infrastructure for growth.
Sage CRM integrates with their website,
sagecrm.com
‘We’ve invested a lot of
time and money into the
new system because we
needed a system that
would support our plans
to grow and expand the
business in ANZ and
overseas. It’s the key
platform for our future
growth for the next ten
years.’
John Goddard, CEO,
Rockend Software
Results
“Everyone in the company can now see
all the information they need about
customers so that we can service them
better. We know through viewing help
desk call volumes when clients may
need additional training. Our sales and
new business operations teams now
create agreements directly through
CRM and the information they create is
seen by our implementation and
support staff. Implementations can be
monitored in real time and we can
assess the total value of each client to
our business in seconds.
We’ve invested a lot of time and money
into the new system because we
needed a system that would support
our plans to grow and expand the
business in ANZ and overseas. It’s the
key platform for our future growth for
the next ten years.”
With a single, fully integrated solution
Rockend have eliminated the silos of
information within the organization,
allowing them to make better informed
decisions, be more responsive to their
customers and market, and drive
process and people efficiency
throughout the business.
The solution
“We evaluated a range of solutions from
SAP and Microsoft, as well as a number
of solutions from some smaller players.
From the beginning we liked the look
and feel of the Sage CRM solution and
the level of integration it had with Sage
300 ERP.”
In a phased implementation project, it
installed Sage 300 ERP and Sage CRM.
Sage CRM has replaced four previous
customer-facing applications that
managed their help desk, sales and
marketing.
Sage CRM integrates with its website,
automating the online ordering process.
Included with CRM was Sage
eMarketing to produce increasingly
targeted and intelligent campaigns
based on audience preferences and
interest.
Sage 300 ERP was first implemented in
2008 to manage financials and financial
reporting. The project was completed in
late 2010 when all of Rockend’s 100
staff and consultants moved over to the
Sage system.
Sage CRM
Customer Success
sagecrm.com
About Sage CRM
Over 15,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every
customer interaction count. It is used by enterprising, growing companies seeking new ways to interact with customers, leverage the power of social media
and take advantage of the latest mobile developments to further grow their business. When combined with Sage ERP, our customers enjoy better business
insight, increased efficiencies and productivity, and gain a single, customer-centric view across their entire business. So whether you’re just starting out or
have already grown to several hundred employees, Sage CRM can help accelerate your business success.
Accelerate your business success with a free 30-day trial at www.sagecrm.com
© 2014 Sage Group Plc. sagecrm.com Sage CRM
C

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Sage CRM Success Story - Rockend

  • 1. Sage CRM provides a solid foundation for growth at Rockend Sage CRM Customer Success implementation, support, their customer website and sales and marketing. John Goddard, CEO for Rockend comments, “We had islands of information throughout the organization which is extremely frustrating in any business. There were issues of system responsiveness, ease and speed of reporting and information having to be entered multiple times due to applications not communicating with each other. As a team we recognised that we needed to address these technology issues before our growth impacted our ability to support customers.” Rockend is a Sydney-based software provider specializing in property and strata management applications for real estate and body corporate businesses. The core functions of the company include system development, marketing, sales, software implementation, training and client support. The ongoing challenge to deliver outstanding customer support is an important feature of Rockend’s success. From a small beginning in 1979, selling directly to property professionals, Rockend now supports over 3,600 businesses employing more than 14,000 property and strata management users located throughout Australia and New Zealand. The challenge With continuing growth, Rockend was managing five different systems which did not communicate with each other. They used HEAT from Frontrange for their help desk and call center; Sybiz for accounting; and a range of disparate hosted systems for project Customer Rockend Software Industry IT/Computer Software Location Sydney, Australia Solution Sage 300 ERP, Sage CRM automating the online ordering process. Rockend also use Sage eMarketing for Sage CRM to produce increasingly targeted and intelligent campaigns based on audience preferences and interest. Results The new solution gives everyone within the organization a complete view of customers and the business. This in turn enables faster and more informed decision making, and it’s made the company more efficient. Challenge With continuing growth, Rockend was managing five different systems which did not communicate with each other. These disparate legacy systems were hindering efficiency and future growth. It needed an integrated system that would increase process efficiency and give everyone a single complete view of the customer. Solution An integrated Sage 300 ERP and Sage CRM solution was implemented to provide key infrastructure for growth. Sage CRM integrates with their website, sagecrm.com
  • 2. ‘We’ve invested a lot of time and money into the new system because we needed a system that would support our plans to grow and expand the business in ANZ and overseas. It’s the key platform for our future growth for the next ten years.’ John Goddard, CEO, Rockend Software Results “Everyone in the company can now see all the information they need about customers so that we can service them better. We know through viewing help desk call volumes when clients may need additional training. Our sales and new business operations teams now create agreements directly through CRM and the information they create is seen by our implementation and support staff. Implementations can be monitored in real time and we can assess the total value of each client to our business in seconds. We’ve invested a lot of time and money into the new system because we needed a system that would support our plans to grow and expand the business in ANZ and overseas. It’s the key platform for our future growth for the next ten years.” With a single, fully integrated solution Rockend have eliminated the silos of information within the organization, allowing them to make better informed decisions, be more responsive to their customers and market, and drive process and people efficiency throughout the business. The solution “We evaluated a range of solutions from SAP and Microsoft, as well as a number of solutions from some smaller players. From the beginning we liked the look and feel of the Sage CRM solution and the level of integration it had with Sage 300 ERP.” In a phased implementation project, it installed Sage 300 ERP and Sage CRM. Sage CRM has replaced four previous customer-facing applications that managed their help desk, sales and marketing. Sage CRM integrates with its website, automating the online ordering process. Included with CRM was Sage eMarketing to produce increasingly targeted and intelligent campaigns based on audience preferences and interest. Sage 300 ERP was first implemented in 2008 to manage financials and financial reporting. The project was completed in late 2010 when all of Rockend’s 100 staff and consultants moved over to the Sage system. Sage CRM Customer Success sagecrm.com
  • 3. About Sage CRM Over 15,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every customer interaction count. It is used by enterprising, growing companies seeking new ways to interact with customers, leverage the power of social media and take advantage of the latest mobile developments to further grow their business. When combined with Sage ERP, our customers enjoy better business insight, increased efficiencies and productivity, and gain a single, customer-centric view across their entire business. So whether you’re just starting out or have already grown to several hundred employees, Sage CRM can help accelerate your business success. Accelerate your business success with a free 30-day trial at www.sagecrm.com © 2014 Sage Group Plc. sagecrm.com Sage CRM C